logo

Help & support

How can we help?

Find out how wireless broadband works here.

A wireless receiver is all you need to get connected and we'll supply and install it for you.

You also need to a clear line of sight to a wireless base station from your property.  We're able to install your wireless receiver anywhere on your property where it has line of sight and can relay the connection back to your house. Please be aware that additional charges are incurred for non-standard installations.

Our residential wireless broadband plans have a 24 month term.

If you cancel within the first 12 months of your contract, there will be a one off early termination fee of $199.  If you cancel within the second 12 months of your contract, there will be a one off early termination fee of $99.

When other broadband options become available at your house, you can switch to another Compass service. In this case, there is no early termination fee.

You can usually expect your wireless broadband to be up and running 5-10 working days after you join Compass.

Choose from 2 installation prices when you sign up for Compass wireless broadband.  Super Rates enables you to enjoy a lower monthly price delivering an overall saving of $108 over your 24 month contract.  Your lower monthly price will continue at the end of your contract.


Super Rates: $549 install + (24 Months x $46) = $1653
Standard Rates: $249 install + (24 Months x $63) = $1761

As with most internet connections, many issues with Compass Wireless service can be resolved simply by resetting the equipment. Just power your equipment off and on again to see if this resolves the issue.

Our Getting to know Compass Wireless guide will help you understand how your connection works and provide some basic troubleshooting tips you can use before contacting us for technical assistance.  It's a good idea to print this or save a copy to your computer for future reference.

Yes, you can even keep your phone number when switching to a wireless home phone.  The phone service runs over VoIP technology but you make a call in exactly the same way you use a regular landline.

Wireless broadband is transmitted wirelessly from our base stations to a receiver installed on your roof. Most other broadband offerings run over the copper telephone wires that connect your home to the local exchange.

With these options, speeds drop off the further the connection runs over the copper cabling from your local telephone exchange.

Compass wireless broadband maintains a consistent speed, even up to 30km away from the base station.

All about our fast (standard) and faster (VDSL) broadband.

Compass offers an optional Wiring and Maintenance insurance. This can save you hundreds of dollars. As an Internet Service Provider (ISP), we are responsible for upkeep and the cost of maintenance on the wires and cabling up to your property. If there are any issues at your home or on the property with wiring, this is the customers responsibility and can cost a substantial amount of money for a technician to visit the premise and complete any repairs. For $3.95/month we take responsibility for any issues with the wiring on your property, including any associated costs. Most faults are covered by this service.

What does wiring maintenance cover?

  • Wiring inside your home, but not external wiring to any other buildings on your property. Includes copper wiring (BT), Ethernet cabling (Cat6 and Cat5) and RJ45 sockets, standard telephone sockets, jack points or UFB Box/Port/Panel.
  • Phone sockets which are installed to industry specifications.
  • Broadband wiring faults such as frequent disconnections or a loss of service.
  • Interference on your phone line or the line not working.
  • UFB faults such as frequent disconnections to the service or a loss of connection.
  • If after install a splitter becomes faulty the cost of repair or replacement will be covered.


What doesn't wiring maintenance cover?

  • Equipment or wiring that is not faulty or damaged.
  • Faults that are caused deliberately.
  • Faults caused by equipment or wiring you own or have installed yourself.
  • Equipment attached to sockets such as extension cables or adapters.
  • Wiring from sockets, jack points or UFB Box/Port/Panel inside the house, this includes wiring connecting your devices such as modems and computers.
  • Changes that are not related to a fault, such as moving, adding or changing sockets.
  • External cabling between your home and another building on your property.
  • Residential customers with wiring damage caused by natural disasters. This is usually covered by insurance policies.
  • Repairing damage caused by building alterations, refurbishments, animals (including rodents), insects or vandalism.
  • Faults proven to be a result of a customer’s home equipment such as telephone handset, DSL filters, patch cords, routers or modems. Any upgrades to old home wiring where ADSL/VDSL signals cause interference to the customer’s radio and any upgrades required for fibre or other technology suitability.
  • Set-up of a new broadband or UFB connection and wiring at a new or existing home.
  • The purchase and installation of a splitter.
  • Broadband & UFB performance issues.

If you have more than one phone line at your property and require each line to be covered then an additional Wiring Maintenance service fee must be paid for each phone line you want covered.

30 Day Stand Down 

Please note there is NO 30 day stand down period if you have chosen to have Wiring Maintenance at the time you connected a Phone Line or Broadband connection.

If you opted to have Wiring Maintenance at a later date, not in conjunction to a Phone Line or Broadband connection then there is a 30 day stand down period.  If you require and book a technician in the first 30 days from having the Wiring Maintenance service and there is a wiring fault inside the premises, you will be charged the full price for the technician call out.

A fair use policy is important to ensure that all unlimited broadband users consistently enjoy broadband speeds.

This policy means that users may find their broadband does not operate at top speed from time to time, as other users access the available pool of data.

You can read our fair use policy here.

To provide you with limitless data, Compass may occasionally need to prioritise traffic.

Attended traffic such as email or watching a video on YouTube will usually be prioritised over unattended traffic like downloading music or movies.

No. Unlimited broadband lets you consume unlimited data without restricting your speed or charging you any extra.

A fair use policy applies, to ensure all unlimited broadband users receive equivalent speeds at any given time.

Use our handy speed test to find out how fast your connection is right now.

If you are on a device that doesn't have flash installed, such as an iPhone or iPad click here.

If you mostly use your mobile phone to make and receive calls, you may not need a home phone line at all.

That's where naked broadband comes in; it's the option you choose when broadband's all you need and you won't have to pay for a home phone line.

Yes you do. Naked broadband uses your phone line but the line isn't active for phone calls.

Every year, the amount of data kiwis consume on average is rising.

The best broadband plan for you right now is one that caters for your current usage with some headroom in case you use more than you expect in any month. Additional data used can be costly (or you can choose to be slowed down if you exceed your data cap) so it pays to choose the right plan.

You may find this rough guide useful in estimating your likely broadband usage.

  • 5 hours spent surfing the internet or 150 emails sent and received, uses roughly 0.2 GBs
  • 5 movies downloaded or ten hours spent playing online games, requires about 3.9 GBs
  • 5 hours of listening to online radio needs around 0.5 GBs
  • 20 song downloads adds another 0.3 GBs
  • Watching 5 online videos adds another 2.3 GBs

Yes, of course. Just contact us with your request and we'll upgrade your plan.

You can ask us to restrict your speed once you hit 100% of your data allowance, instead of allowing your connection to continue at full speed, incurring over usage costs.

We'll advise you by email whenever you're approaching your data limit and you can monitor your data usage as required through My Compass.

If you find you're frequently exceeding your data allowance, you can upgrade your broadband plan by contacting us.

If your broadband usage is higher than you expected it to be, there are a number of reasons why this could be happening.

Certain activities use higher amounts of data. These can include; file sharing, streaming, gaming or if your computer has contracted a virus or other malicious software.

Resetting your router is the first step in resolving any internet connectivity or speed issues.

There are several ways to reset your router:

  • If your router has a power button, usually located near the power cable, simply press and hold the power button for a few seconds.
  • If your router does not have a power button, remove the power cable for a few seconds, and then plug it back in.

First thing is to check whether your modem is connected and working.

If you are connected via a cable, unplug both ends of the cable and plug them back in. This will ensure that the cable is not loose or partially connected at either end.

If you are connected via a wireless modem, ensure wireless is enabled and you are connected to the network. This is usually indicated by an icon in the bottom right hand corner of your screen displaying progressively larger bars, similar to reception bars on a cellphone. Clicking the icon will indicate if you're not connected.

If you're setting up your broadband internet for the first time, or are setting it up in a different location, you will need to follow the steps below.

Connect your equipment
There are two pieces of equipment you need for your broadband connection; a modem, and your computer.


The broadband modem should be:

  • Connected to a power socket
  • Connected to a phone jack using a phone cable identical to the one your phone uses
  • Connected to the phone jack via a line filter
  • Your computer should be:
  • Connected to the modem via an ethernet cable plugged into the back of your computer, or
  • Connected to the modem via wireless, configured on the modem.

Configuring your modem
As every modem is different, it is not possible to give exact configuration directions. However, most modems come with a setup CD that will walk you through the installation process. If your modem does not have an installation CD, you can either search for the make and model number of your modem on Google to find an installation guide, or follow the steps below.

  • Connect your modem to your computer via an ethernet cable
  • Click the Start menu
  • Click 'Run'
  • Type cmd and press enter
  • In the black box that appears, type ipconfig and press enter
  • Look for the set of numbers opposite 'Default Gateway'. It will be identical or similar to 192.168.1.1
  • Type this set of numbers into the address bar of your web browser (Internet Explorer/ Firefox/ Google Chrome etc)
  • You will be prompted for a username and password. It will generally be a combination of admin/ password. admin/admin etc.
  • You are now on the modem configuration page.

In the ADSL/broadband settings page, which may be labelled differently depending on the make and model of your router:

  • Enter the username and password that you chose when you signed up for the broadband service
  • The WAN protocol should be set to PPPoA
  • Encapsulation should be set to VC-MUX
  • VPI should be set to 0
  • VCI should be set to 100

Applying/ saving these configuration changes should activate your Broadband internet connection.

If your Broadband internet connection is running slower than usual, it may be because you have hit your data cap. Login to My Compass to ensure that you have remaining monthly data left, and then review the information below.

Viruses/ Malware
If your computer has contracted a virus or other malicious software, this could be slowing down your internet connection as it transmits data to its originator.
Ensure you have sufficient antivirus protection - we recommend Microsoft Security Essentials. It can be downloaded free from their website.

Extended connection durations
If your Broadband internet connection has been running for an extended length of time with no reset - extended usually means weeks or months - the connection between the modem and the phone exchange can be unresponsive. Simply disconnect your modem from the phone jack for 30 seconds, and reconnect it.

Phone extension cables
It is not advisable to connect your modem to a phone jack using a phone cable longer than 2m. Phone cables do not function well over distances longer than this, and can often severely impact the speed of your connection.

Standard connection fees for broadband packages are waived when you sign up for a 12 month term. A 12 month contract applies for all residential customers, and should you wish to cancel your services with Compass a 30 day notice period is required.

If you choose to sign up with Compass on a 12 month contract, and your service is disconnected before the completion of that initial contract period, you will be charged an early termination fee of $199.

Connection fees may apply when reconnecting a phone line or installing a new phone line as these are non-standard connections.

If you move house no early termination fee applies, providing we transfer your services to your new address.

Please contact us for more details.

You will need a VDSL capable modem before the installation date and you'll need to have this handy for the technician when they visit.

When signing up on any of our VDSL plans you have the option of purchasing the NetCommWireless VDSL WiFi Gigabit Modem Router from Compass for $199. You can find out more about this Modem on the NetCommWireless website.

The inclusion of the Gigabit WAN port means you can connect to your ADSL or VDSL now, and make a smooth transition to Fibre (UFB) later. Both connection options deliver a fast and powerful internet connection to your home so you can: create a reliable WiFi network, connect wired devices, and enjoy shared access to USB devices.

VDSL is a new technology providing download speeds up to 3 times faster than your standard broadband connection, over the same copper phone line.

You can expect faster uploads for pictures and videos, an improved Skype experience and more devices can share the connection without the internet slowing. It's quick and easy to set up, and a great option if fibre (UFB) isn't available at your place yet.

Using VDSL you can expect download speeds of around 15/70Mbps and upload speeds of 5-10Mbps.

Like all of our other internet plans, you have the option of choosing VDSL with, or without a home line.

VDSL isn't available everywhere so use our address checker to see if VDSL is available to your home.

Yes, you will require a visit from a Chorus technician to install VDSL in your home. 

They'll install a VDSL filter, wiring and an additional wall jack for your new VDSL modem. Please make sure you have your modem handy for the technician when they arrive.

If you already have a splitter installed, the technician will assess and replace/upgrade your splitter if required to ensure it's VDSL capable.

You'll need to be at home during the installation process. The technician will discuss with you the best place for your new jack point, install the new jack point and any wiring, then test the sync rate. The installation process will take approximately 1-2 hours.

When you reach 100% of your data allowance you will be charged $2 per gigabyte (GB), or part thereof. We'll advise you by email whenever you're approaching your data limit and you can monitor your data usage as required through My Compass. 

You can ask us to restrict your speed once you hit 100% of your data allowance, instead of allowing your connection to continue at full speed, incurring over usage costs.

If you find you're frequently exceeding your data allowance, you can upgrade your data pack by contacting us.

The technician will test your broadband speeds before and after VDSL is installed on your line. If the speed on VDSL is slower you will be reconnected to standard broadband at no charge.

During the first 10 days your connection speeds will vary while Chorus' equipment fine tunes your connection to optimise its performance. Please make sure you do not disconnect your modem during this time.

If your speed is slower than expected after 10 days please contact us so we can assist you.

Our 'fastest' broadband on offer.

Once you're using the internet the way it was designed to be used, you might find you do more online than before.


We've priced all our data packages so you can afford to do whatever you like online and if you need to upgrade, you can just request it via My Compass or give us a call.

You can choose from 2 speeds.

High Velocity
up to 30Mbps download/10Mbps upload.
That's faster than most current broadband connections, with a much faster upload speed.

Maximum Velocity
up to 100Mbps download/20Mbps upload.
This is around 4 times faster than most current broadband connections.

With Compass, your shiny new ultra fast broadband connection will run your home phone as well, at no extra cost.

You can choose to have a home phone, along with voicemail, caller ID, call waiting and as many local calls as you want to make, all included in your ultra fast connection.

Or, you can choose no landline phone at all.

The installation of your ultra fast broadband connection involves running a fibre optic cable from the street curb to your house, installing termination points on an outside and inside wall and installing the equipment that will run your internet and/or phone connection inside your house.

Sounds scary but don't panic!

The speed, reliability and consistency that installing this incredibly thin cable bring you will more than outweigh the one-time hassle of installation.

You certainly will!

TV on demand, Skyping on your big screen, gaming and more will just work, once your connection is up and running.

Yes they are.

You'll often see ultra fast broadband shortened to UFB and fibre (fibre optic cable) is the kind of cable that allows you to get ultra fast broadband.

You certainly can. When you sign up with Compass, we'll bring your current phone number over to us.

You'll get our low rates for toll calls too.

Yes you can. You can sign up online or over the phone and we'll collect all the details we need to get you switched.

The answer to this is probably yes. We have two different modems that you can purchase when you get connected - either the EA1200wireless modem for $99 or the TP-link NF4V wireless modem for $199.

The EA1200 is best for standard-sized homes, and flats, surfing the web, emailing and printing wirelessly, and connecting multiple devices. You can read more about this modem here.

The TP-Link NF4V Wireless Router has the bandwidth to power numerous bandwidth intensive applications at the same time around a large home or office setting. You can read more about this modem here.

Unlike analogue telephones, which operate in a power cut, your phone connection over ultra fast broadband will rely on electricity.

In a power cut, your landline phone and internet will not work. This means you will be unable to make emergency calls to 111. For this reason we recommend you maintain a mobile phone service and keep a charged mobile phone with you to make and receive calls and to ensure that you have ongoing access to 111 in the event of a power outage.

A power cut will also interrupt the monitoring of medical or burglar alarms. If this is a concern, please ask us about a back-up power supply.

Installing fibre to your house involves physically connecting a fibre optic cable to your property from the roadside. The Local Fibre Company (LFC) technician will choose the best option (such as surface mounting, digging a trench, underground cabling or through your aerial cables). A fibre install requires a special box (ONT) to be installed in your home. You’ll need to agree to your Local Fibre Company's End user terms first.

Remember, this is a brand new standard fibre installation in your home, which is free with us right now. However, if you require your fibre landline service to be connected to your existing premise wiring and jackpoints you will need to stipulate this when you order the service. This will allow you to continue to use any devices that are connected to the home jackpoints such as extra phones monitored alarms, faxes, and set top boxes. It is called a non-standard installation, which could cost you up to $175.

Nothing at all! Standard installation is completely free right now.

If you require a non-standard installation we will contact you to discuss this before we proceed.

Most monitored home and medical alarm systems will work well over UFB.

You need to be aware that these services are monitored though your phone line and unlike with a copper phone connection, a phone service over UFB will not operate in a power outage.

If this is a concern, you can use an uninterrupted power supply unit to ensure your phone and alarm monitoring remain operational in a power cut. Please ask us about this.

As with broadband over copper, several factors will affect the actual speed you receive.

These include

  • loading on NZ networks
  • your hardware (e.g. laptops and router)
  • the wiring in your home

Additionally, content stored overseas, such as international websites or the majority of YouTube videos may be affected by the speed it can travel though NZ's international cable.

Yes, as long as the building owner or body corporate has agreed to ultra fast fibre, the fibre will be provided all the way to the home of each individual tenant in a multi-dwelling property.

Phone line and calling questions?   Take a look here.

We have two great value calling bundles you can choose from.  To add either of these bundles to your line give us a call or send us a message through My Compass.

Mega Cap International 400 - $9.95 / month
Up to 400 minutes a month to landlines in New Zealand, Argentina, Austria, Australia, Belgium, Canada, Chile, China (inc mobiles), Denmark, France, Germany, Greece, Hong Kong (inc mobiles), Hungary, India, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, Poland, Singapore (inc mobiles), South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, UK and USA

Mega Cap International 1000 - $24.95 / month
Up to 1,000 minutes a month to landlines in New Zealand, Argentina, Austria, Australia, Belgium, Canada, Chile, China (inc mobiles), Denmark, France, Germany, Greece, Hong Kong (inc mobiles), Hungary, India, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, Poland, Singapore (inc mobiles), South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, UK and USA

Our calling rates are some of the best available, so you'll probably find our standard Mega Chat plan works for you. 

Mega Cap New Zealand 500 - $9.95 / month
Up to 500 minutes a month to landlines in New Zealand


Mega Cap New Zealand 1000 - $14.95 / month
Up to 1,000 minutes a month to landlines in New Zealand

Call restriction allows you to block your home phone from making any toll calls.
Once activated, your phone will be restricted to local and toll free calls only.


Activating Call Restriction
Please call us on 0800 640 840 to activate this service.
To remove call restriction, just call us again.

Receive calls wherever you are. Call diversion allows you to automatically forward calls to another number.

Just dial the code below followed by the number you would like your calls diverted to before you leave home and your calls will find you. When you want to turn off call diversion, just dial the deactivate number.

Setting up Call Diversion
Divert all calls
Activate: *11
Deactivate: *711#

Divert calls if your line is busy
Activate: *13
Deactivate: *713#


Divert all calls if there is no answer after 6 rings
Activate: *10
Deactivate: *710#


Please be aware
Standard calling charges will apply, if the number you divert your calls to is a mobile or toll call.

A toll call is defined as anything outside your area code, including other countries and mobile networks.

If you're having problems with a single number, it is most likely a problem with that number, rather than the phone network.

Difficulties calling multiple numbers in the same area may indicate a problem with the phone network, whilst if you're unable to make any toll calls at all, this may be indicative of an account issue.

Network problems
Occasionally the phone network will encounter faults, and these faults may present themselves as the inability to call a particular location.

If you encounter this problem, simply login to My Compass and send a Support Request to the Compass Customer Care team. Include the followng information:

  • A list of numbers you have tried calling
  • Dates/ times you made the calls
  • What area/location they are in
  • What happens when you call them (automated messages, beeps, dead air)

Account Issues
If you are unable to make toll calls at all, this can either be a service issue or an account issue. If you have not paid your account in some time your toll service may have been blocked pending payment of your overdue balance. You will have been notified when this step is taken, but if you are unsure, login to My Compass and contact the Compass Customer Care team via Support Request.

Phone lines are susceptible to water damage, corrosion, road works, and old age. If you pick up the phone and don't hear a dial tone, the following two situations are most likely to be affecting you.

Line fault
If you have no dial tone, this can be because your phone line has been damaged or cut in some way. This may not necessarily have happened on your property. Line faults can also present themselves in the form of crackling or 'noise' on the line. Try calling your phone number from a cellphone or other line, and note down the result. Before we can be sure of a line fault, the possibility of an equipment fault should be investigated first.

Equipment fault
Before assuming a line fault, you should test your phone handset, cables, and phone jack to see if they are functioning correctly.

Most line faults occur within the phone network or exchanges and these faults will be fixed at no cost to you.
However, damaged lines on your property may have some associated costs and these are assessed on a case-by-case basis.
If we are unable to resovle your fault through basic troubleshooting we will request a Technician Call Out.
If we have organised a Technical Call out there are a few things to note.

Technician call-outs
It is important to test your equipment before reporting a line fault - our Customer Care team will assist you with basic troubleshooting and ensure this is done before sending out a technician.

If a technician is unable to determine the source or a line fault, they will need to examine the phone jacks and equipment at your home or business. If the technician needs to call in other experts or requires special equipment that is not readily available to them to help resolve the fault. We will defer your appointment until they have everything they need.

In most cases the technician will contact you directly, however please note if no one was home when the technician visited, please check your mailbox or under your doormat for a card to call. This will contain the contact details for the service company and instructions on making an alternative appointment. If you do not contact them either directly or via Compass within 48 hours the fault will be closed. If the technician was unable to gain access to your property on the scheduled day, this may also incur an abortive site visit charge of $150.

If the cause of the fault is determined to be your equipment - phone handsets, router and router cables etc. and not covered under your wiring & maintenance insurance - a technician call-out fee will be charged. This is a standard fee of $150.

To report a line fault, simply login to My Compass and send a Support Request to the Compass Customer Care team.

 

For a Telecom line - 083210
For a Compass line - 505

The number to call in an emergency is 111.

If you call this number the operator will ask you whether you require the Police, Fire or Ambulance service. Please tell the operator which service you require and they will put you through to the appropriate service.

Make sure that your children know about the proper use of 111 emergency calls.

If you have a fibre connection you will be unable to make 111 calls in a power cut as your phone line requires electricity to work. You can find out more about what happens to your fibre connection in a power cut here.

If your property has an existing but non-intact phone line - that is, it's been cut, or there is no phone line to your property - there may be a charge to have it connected.

Costs vary so please contact us to find out more.

Connection costs are payable in advance.

We have three options available for you to choose from:

Mega Cap Mobile 100 - $9.95 / month
Up to 100 minutes a month to New Zealand mobiles

Mega Cap Mobile 200 - $17.95 / month
Up to 200 minutes a month to New Zealand mobiles

Mega Cap Mobile 500 - $34.95 / month
Up to 500 minutes a month to New Zealand mobiles

All about Compass Mobile.

Have you received a message to top up your phone? If so, please top up your phone and it should start working again. If not please check you have enough credit available to make your call.


If you have enough credit it may be caused by work on the network. You can check the status of our network here.

If you are getting an error message when sending texts or are unable to receive texts it could be due to one of the following:
• Airplane mode is on
• Insufficient credit
• Insufficient coverage
• Outage
• Faulty SIM


Try the following to see if it resolves your issue:
• Turn airplane mode off and on
• Power off, replace SIM, power on
• Insert SIM in another phone

Please check the following:
• Do you have data available/or enough credit on your mobile?
• How is the signal strength on your mobile?
• Can you make outbound call?
• Have you turned on your mobile data?
• Have you turn off the WiFi connection?
• Have you tried a different browser?

Yes, just fill in a few details online and we will get your number transferred across to your Compass SIM. The transfer can take up to 3 days to complete. A confirmation email will be sent to you once your number has been successfully transferred.

We use Spark’s 4G network which operates on the 1800 MHz frequency. This is available in 30 locations across New Zealand including Auckland, Wellington, Christchurch, Rotorua and Queenstown. So if your phone is compatible with this frequency and you are in one of these locations then you can get a super fast connection!

If your purchased your phone from Spark It'll work fine.


Otherwise, you can have a look for the 1800 MHz frequency on the box your phone came in (near the serial number) or in the phone’s manual or you could also ask the place you purchased the phone from.

Spark is also rolling out 4G on the 700 MHz frequency in some locations, starting with the Waikato. So if you are in one of the new 4G locations operating on the 700MHz frequency you will need a phone that operates on the 700 MHz frequency to get 4G speeds.  

In both instances your phone will also need to be compatible with the HSDPA 850 MHz frequency so you can seamlessly switch to the 3G network when you are not in a 4G area. 

Here is a list of some of the devices in New Zealand that are 4G capable with Compass.
• Apple iPadAir
• AppleiPad Mini
• Apple iPhone 5
• Apple iPhone 5C
• Apple iPhone 5S
• Blackberry Z10
• HTC One
• HTC One Mini
• HTC One M8 (LTE 1800 and 700 MHz frequency compatible)
• Huawei Ascend P2
• Nokia Lumia 1020
• Nokia Lumia 625
• Nokia Lumia 635
• Nokia Lumia 920
• Samsung Galaxy Ace 3
• Samsung Galaxy Note 3
• Samsung Galaxy S mini
• Samsung Galaxy S4
• Samsung Galaxy S4 4G+
• Samsung Galaxy S4 Mini
• Samsung Galaxy S5 (LTE 1800 and 700 MHz frequency compatible)
• Samsung Galaxy S5 Mini
• Sony Xperia M2
• Sony Xperia Z1
• Sony Xperia Z2
• Sony Xperia Z3
• Sony Z
• Telecom/Spark R83

Absolutely, you can buy a SIM card from one of our retailers or here on our website.

If you plan on using your current device, make sure your device is compatible before buying a SIM as no refunds will be available after purchase.

You can find out about our bundles and add-ons here.

Just text Bal to 6866 and we will text you right back with your remaining balance. 

Your bundle or add-ons will only renew if there is enough credit on your Compass account to cover the cost of renewal.


You can check your balance by texting Bal to 6866 from your Compass mobile. You may see that you do need to top up.

If you're still not able to figure out why your bundle or add-on has not renewed, just give us a call on 6866 from your Compass mobile.

You can store your credit card information to save you from having to manually enter it online everytime you want to top up.

  1. If you don't have an online account you need to register first.
  2. After logging in, click Register Credit Card on the right hand menu.
  3. Follow the instructions and enter your details. You'll also need to choose a 4 digit security code that we'll ask you for any time you want to use this stored card.


Compass Mobile does not store your actual card details.

Once you have stored your credit card details you can also top up through our self service phone menu by dialling 6866 from your mobile.

Here's a couple of things you can check if your credit card top up did not go through:

  1. Check if the credit card details you have entered are correct.
  2. Check you have enough money available on your credit card to cover the cost of the top up.


Remember you can top up online. If you have already saved your credit card details online, you can top up over the phone by calling 6866 from your mobile.


If you are still experiencing issues topping up, give us a call on 6866.

If you think you've been charged incorrectly on your credit or debit card, please give us a call on 6866 from your Compass mobile. Please have your credit / debit card details handy when you call through.

To access your Voicemail within New Zealand from your Compass Mobile phone dial 6868

To access your Voicemail from a landline, or a mobile phone on another network, in NZ:

  1. Dial 64204864000
  2. Enter your Compass Mobile number.
  3. Enter your PIN.

To access your Voicemail while roaming:

  1. Dial 64204864000
  2. Enter your Compass Mobile number.
  3. Enter your PIN.

Our customer care centre can be reached by dialling 6866 from your Compass mobile.


You can call us 7 days a week from 8am to 9pm

Your SIM serial number is a long number that uniquely identifies your SIM card (and is linked to a specific mobile number and account). It's the long number that is printed on the back of your SIM card. We need your SIM serial number in order to get your mobile number moved from your old provider over to Compass.

Before you head off overseas, please note that data roaming is unavailable at the moment.

International contact numbers are:

  • Activate Your Mobile 64204864003 
  • Customer Care +64 9 965 2280
  • Phone Menu +64204864001
  • Voicemail Retrieval (and setup) +64204864000

Voicemail is active on all Compass numbers by default.

You can setup your voicemail by dialling 6868 from your Compass mobile.

You can check your voicemail by dialling 6868 from your Compass mobile or +64204864000 from another number.

It costs 18c per call to check your voicemail.

Here's a few things to check if you're having trouble sending or receiving text messages (SMS) while roaming:

  1. Check that your phone is compatible with Compass (if you didn't buy it from us).
  2. Check that flight mode is turned off.
  3. Check that you have enough credit to make or receive a call.
  4. Ensure that you have '+country code' in front of the number you are dialing.
  5. Check your network operators, try manually connect to another operator and try again.
  6. Perform a restart of your device. Take your battery and SIM card our for 1 minute, put everything back together and then try make a call.

You can top up online right here.

Alternatively you can buy top up vouchers from thousands of convenience stores around NZ.

The minimum top up amount with Compass is $10.

Once you have a top up voucher you can load it onto your account by texting the 12 digit PIN code on the voucher to 6866.

There is a fixed charge of 50c per MMS to any network in New Zealand.


You will be charged for each MMS message that is sent from your Mobile Phone (e.g. the ‘send’ button is pressed and the mobile indicates the MMS is sent). MMS messages will be charged at Compass’ standard MMS rate per message to NZ mobile networks. Our MMS service is not available or suitable for use while roaming or for sending to international networks from your Compass Mobile Phone within NZ.

You can change your bundle pretty much whenever you like unless it in an inactive state (due to low funds).


You will need to ensure you have enough credit to cover the cost of the bundle you want to change to.

Yes! Just send a text to 6866 with “Send”, the amount you want to transfer in dollars, “to”, and the number you want to send it for.


For example, “Send 10 to 02041234567”.

To change your voicemail settings, dial 6868 from your Compass Mobile phone and select the setting you would like to change.

To record your voicemail greeting, select option 2 and follow the prompts.

Here's a few things to check if you're having trouble receiving or making calls while roaming:

  1. Check that your phone is compatible with Compass.
  2. Check that flight mode is turned off.
  3. Check that you have enough credit to make or receive a call.
  4. Ensure that you have '+country code' in front of the number you are dialling.
  5. Check your network operators, try manually connect to another operator and try again.
  6. Perform a restart of your device. Take your battery and SIM card out for 1 minute, put everything back together and then try make a call.


If you are still experiencing issues after you have tried the above, you can call our Roaming Helpdesk on +64 9 965 2280

If you have lost your mobile, you can initiate a temporary block on your SIM to prevent someone from using your credit.

If your device or SIM has been stolen, we recommend you contact the police regarding the theft. You can then initiate a temporary block on your SIM to prevent someone from using your credit.

To place a temporary block on your SIM contact us on +64 9 965 2280 for further assistance.

Your phone number will be marked as inactive 12 months after your last top up. This means you will only be able to make emergency calls.

You can reactivate your number by topping up $5 or more within 1 month from the date your account has been marked inactive.

If you don't want this to happen just top up before the account expires.

From time to time there can be delays in the transfer of text messages (SMS) between different mobile networks, but if you're regularly having issues with delayed texts, try this:

  1. Check you have signal, double check your coverage to make sure you are not in a bad coverage area.
  2. Check that both involved inboxes (yours and the recipient's) have not reached capacity.
  3. Perform a restart of your device. Take your battery and SIM card out for 1 minute, put everything back together and then try resend the text message.
  4. Check the number you are texting is formatted correctly. E.g. Use the correct country code for international numbers.

If you are still experiencing issues after you have tried the above, please call our Technical Support team on 6866 from your Compass Mobile for further troubleshooting.

The standard length of ringing time before a caller will reach your Voicemail greeting is 20 seconds. The length of ringing cannot be extended or shortened.

Please make sure you use your top-up voucher promptly as it will expire as indicated on the voucher.

If you let your voucher expire, you will need to purchase a new top-up voucher.

It could be as simple as an incorrectly entered top up number, try re-entering the 12 digit PIN number again to check if you put in the numbers correctly.

If you have entered in your top up number incorrectly 5 times, your voucher top up facility will be blocked for a couple of hours to protect you against fraud.

If you’re still experiencing trouble using your recharge voucher, please give us a call on 6866 from your Compass Mobile.

To cancel, text Cancel a space and then the bundle or add-on name to 6866.

For example to cancel your $19 Global bundle text: Cancel $19Global to 6866

How to make sure your connection moves with you.

Moving address is a simple process, but it often takes time. Make sure you give the Compass Customer Care team as much notice as possible before you move address - the more time you give us, the more time we will have to arrange the reconnection of your services at the new address.

If one or more of your services has associated hardware, equipment or physical connections, it may take additional time and expense to remove and reinstall these. Be sure to include as much information as possible when contacting the Compass Customer Care team.

Moving your services
If you need to move your services to a new address, simply login to My Compass and send a Support Request to the Compass Customer Care team. Be sure to include the following:

  • Your current address.
  • The destination address.
  • When the move is occurring.
  • If you are taking all or some of your services with you.
  • If you require any additional services at your new address.
  • If any of your current services have associated hardware or connections that will require removal and reinstallation.

There are not usually any costs with moving house - however, some services with associated hardware or physical connections have associated reconnection costs. Charges when moving address will depend on which services you have, and if you are keeping them at your new address.

Your address can affect the price of your home communications services. We recommend you check your new address to confirm pricing.

How to set up your email on your computer, smartphone or tablet.

If you're using your device's 3G connection to connect to the internet, you'll need to use your mobile provider's outgoing mail server.


Android Email Settings
To add a new email account in Android:

  • Open your email client.
  • Enter your Compass email address in the Address field.
  • Enter your Compass email password in the Password field.
  • Press next.

On some Android devices you will be prompted for an account type: Choose POP3.
In the 'User ID tab:

  • Enter a description of your account in the account name field; this will only be used to identify this email account on your device.
  • Enter your name in the real name field; this is the name recipients see when they receive your email.
  • Enter your Compass email address in the address field.
  • Press OK.

In the 'Incoming tab':

  • Select POP or POP3 from the dropdown box at the top of the screen.
  • Enter 110 in the port field.
  • Enter your Compass email address including the @compassnet.co.nz suffix in the username field.
  • Enter your Compass email password in the password field.
  • Leave 'Use Secure Connection' and 'verify certificate' unticked.
  • Press OK.

In the 'Outgoing' tab:

  • Enter the outgoing sever hostname for your device's internet provider in the SMTP server field.
  • Enter 25 in the Port field.
  • Leave the username and password blank unless specified by your provider.
  • Leave 'Use Secure Connection' and 'Verify Certificate' unticked.
  • Press OK.

Your device will now add your email account to your email client.

If you are setting up a Compass email account on an IOS device such as an iPhone or iPad, bear in mind that the outgoing email server will correspond to whoever provides the internet connection for that device.

If you are using your device's 3G connection to connect to the internet, you will need to use your mobile provider's outgoing mail server.

IOS Email Settings (IOS 5.01)
To add a new email account in IOS:

  • Open the 'Settings' app
  • Select 'Mail, Contacts and Calendars'
  • Select 'Add a new account'
  • Select 'Other'
  • Under 'Mail', select 'Add Mail Account'.

From here you will need to:

  • Choose a name- this is the name displayed when recipients receive your email.
  • Enter your Compass email address in the address field.
  • Enter your Compass email password in the password field.
  • Choose a Description- this can be anything you like, and will only be used to identify this email account on your device.
  • Select 'Next'

Your device will briefly process your request.
In the new window:

  • Select the 'POP' option.
  • Incoming Mail Server Hostname: pop3.compassnet.co.nz
  • Incoming Mail Server Username: Your email address including the @compassnet.co.nz suffix.
  • Incoming Mail Server Password: Should already be populated from the previous screen.
  • Outgoing Mail Server Hostname: The outgoing server hostname for your device's internet provider. For Compass this is; smtp.compassnet.co.nz
  • Outgoing Mail Server Username: Leave this blank.
  • Outgoing Mail Server Password: Leave this blank.
  • Select 'Next'.

Your device will attempt to log on to your email account to confirm your credentials. Once this is successful, your email account will be set up on your device and will be accessible via the Mail app.

The Compass email servers are as follows:
POP3: pop3.compassnet.co.nz
SMTP: smtp.compassnet.co.nz

This indicates that your internet connection is functioning properly, but your outgoing mail server settings are incorrect.

Correct SMTP Server Settings
The outgoing- or SMTP- server settings should read:
smtp.compassnet.co.nz


You can change the SMTP settings in Microsoft Outlook by doing the following:

  • Open the Tools menu.
  • Click Account Settings
  • Select your Compass mail account and click change.
  • Ensure the SMTP field is correct.
  • Click OK

If you are unable to receive email, but have no problem sending them then this indicates that there is nothing wrong with your internet connection, and you POP3 settings are incorrect.

Incoming Email Server Settings
The incoming- or POP3- server settings are as follows:
pop3.compassnet.co.nz

To change these settings in Microsoft Outlook, follow these steps:

  • Open the Tools menu.
  • Click Account Settings.
  • Select your Compass mail account and click Change.
  • Ensure the POP3 field is correct.
  • Click OK

Before you can send and receive email on your computer, you must set up your Compass Email account on your Email Client. Microsoft Windows comes with either Outlook or Outlook Express, but Compass Email works with all email clients.

Outlook Setup

  • Open the Tools menu.
  • Click Account Settings.
  • Click the New button, then click Next.
  • Enter your full name, your Compass Email address and password, then click Next.
  • Make sure the internet Email option is selected, then click Next.
  • Re-enter your name and Compass Email address.
  • Set the Account type to POP3.
  • Enter pop3.compassnet.co.nz in the Incoming Server Field.
  • Enter smtp.compassnet.co.nz in the Outgoing Server Field.
  • In the Username and Password field, enter your email address including @compassnet.co.nz, and your Compass Email Password.
  • Click Next, then Finish.

Outlook Express Setup

  • Open the Tools menu.
  • Click Accounts.
  • Click Add, then Mail.
  • Enter your full name as the display name, then click Next.
  • Select POP3 as the Incoming Mail server type.
  • Type pop3.compassnet.co.nz in the Incoming Mail Server field.
  • Type smtp.compassnet.co.nz in the Outgoing Mail server field.
  • In the Username and Password field, enter your email address including @compassnet.co.nz and your Compass Email password.
  • Click Next, then Finish.

If you wish to access your email from a computer that does not have an email client, or you don't have your email client set up, you can do so via your Web Browser.

Select the email server below that pertains to your email address.
@compass.co.nz
Navigate to webmail.compassnet.co.nz

@nettel.co.nz
Navigate to webmail.nettel.net.nz

Other Domains
Navigate to webmail.compassnet.co.nz

Yes we do. To enable SMTP auth, please just contact us.

Find out how to manage your account online, or get the My Compass smartphone app.

It's easy. You just need your Compass account number (you'll find it on any of your invoices) and your 4 digit security PIN and you can sign up here.

If you don't know your 4 digit security PIN, just call us on 0800 640 840 and we'll help you out.

My Compass puts you in complete control of your account. You can

  • See your current account balance.
  • Check the cost of the call you just made.
  • See how much data you've used so far this month.
  • Make changes to your services.
  • View past invoices.
  • Make payments.
  • Arrange a direct debit.
  • Request support.
  • You can even personalise your own phone book.

This handy feature lets you see exactly who you've called each month by letting you change the description to a person's name. For example, instead of seeing that you've called Rangiora, you can see you've called Bob Smith.

It's easy. Login to My Compass and visit either your phone book or your home phone calls. Click on any description, replace it with your own and click ok.

Your calls, usage and automated payments are usually available to see within My Compass within just a few minutes.

Payments by cheque, direct credit or bank deposit will appear after they've been received and allocated to your account.

Everything you need to know about getting and paying your invoice.

On your first invoice, you’ll notice items such as home line rental and broadband are listed twice.

That's because home phone and broadband are always charged in advance. On your first invoice only, you'll see a part charge for your service last month, plus one month in advance.
The part charge is based on actual days of service, for example if your Compass services were connected on the 10th of last month, you'll be charged from the 10th to the end of the month.

Your next invoice will show only one month's charge.

Remember, your previous provider should credit you for any unused portion of your service with them last month.

We offer a variety of payment options to make it easy for you to keep your account up to date.

  • Direct debit
  • Credit card - we accept Visa, MasterCard and American Express
  • Direct credit - you'll find Compass Communications preloaded as a payee with all major banks
  • Phone or internet banking - Compass' bank account number is 06-0103-0330774-13
  • Cheque
  • Bill Guru Cashpak™ top up voucher
    Use the Compass Bill Guru Account Top Up card to top up in thousands of dairies and convenience stores throughout New Zealand. Pay in store using any payment method the store accepts, including cash. Once payment is made your Compass account will be topped up immediately. A $1 transaction fee applies for each top up and will be deducted from your prepay balance. 

    If you don’t have an Account Top Up card, call us on 0800 640 840 and we’ll send you one (or more if you are sharing the account/costs).

Just login to My Compass, where you'll find your current account balance and more.

You'll be invoiced at the start of each month and the due date is the 20th of each month.

We appreciate your prompt payment.

We really appreciate your prompt payment. It helps us to bring the benefits of competition to you and all New Zealanders, by way of keeping our prices as low.

Your account is due on the 20th of each month. If we do not receive payment by the due date, a late payment fee of $15 + GST will apply to all residential accounts.

For business accounts, the late payment fee is the greater of $15 + GST or 1.6% per month.

Just login to My Compass and select 'request support' to submit your request.

We're loaded as a bill payee with all major banks; just search for us by name.

Our account details:
Compass Communications Ltd
ANZ Bank
06-0103-0330774-13

Please remember to include your Compass account number with any payment, to ensure we can allocate it to your account.

Our preference is to email you your monthly invoice, as well as making it available online through My Compass. You'll receive it faster and you can choose whether to print a paper copy to keep, or rely on online copies.

It also helps us to bring the benefits of competition to you and all New Zealanders, by way of keeping our costs down and our prices low.

You can choose to receive your invoice by post for the small fee of $2.95/month.

Please talk to us. We all have times when cash flow can present a problem and we are happy to help you with a solution.

We can assist with a payment plan and can discuss pay as you go options with you.

Compass customers are able to access previous and current invoices online. If you require a phsyical record, you can request paper copies of invoices be sent out to your address.

To access your invoice online simply:

  • Login to My Compass.
  • Click Invoices and Payments.
  • Select the time period of the invoice you would like to see.

Resolving any inquiries about your invoice is a simple process. Simply login to My Compass and submit a support request. The Compass Customer Care Team will examine the support request as soon as they are able to and will notify you by phone or email.

Please be detailed when you outline the issues in the support request. The more information our Customer Care Team has, the greater their ability to resolve the problem is.

When you you choose to pay your bill automatically by direct debit but your account has insufficient funds in it when your direct debit is drawn, your bank may dishonour the payment.

In this event, a dishonour fee of $25 will apply to your account with Compass.

For your protection, Compass operates security limits on all accounts. This limit ensures that you are alerted when there is significant increase in the number of calls and/or internet usage on your account.

What's the security limit for?

We have a limit in place to ensure that you don't get caught unawares by an unexpectedly high bill caused by activity you weren't aware of.

How is it calculated?
Your security limit is based on your average usage, multiplied several times over. If you add another service or upgrade to more internet data, your limit increases.

How do we let you know if you're approaching your security limit?
If you reach 80% of your security limit, you'll receive a courtesy email and SMS letting you know that your current account balance in the current month is much higher than we would ordinarily see. You don't need to take any action if you receive this notification; it's for your information only.

If you reach 90% of your security limit, we'll notify you again and ask you to confirm that the activity on your account is all legitimate. If so, we can increase your security limit to ensure your service is not disrupted.

If you reach 100% of your security limit and we have not heard from you, we will need to temporarily suspend your services until you contact us. We do this to ensure that you don’t get caught unawares by an unexpectedly high bill caused by activity you weren't aware of.

Can I have my security limit increased?
Yes. If you find that your account balance legitimately increases and you need a higher limit, please don't hesitate to contact us.

We charge $14.95 for any modem or router we courier to your address. This charge is applicable on our FREE Modem or Router deals as well.

Everything you need to know about Compass Prepay.

Some communications companies insist you pass a full credit check before letting you have an account. Others let you have an account but charge you double what you should be paying. Compass is different.

We have payment options to fit everyone... and everyone gets our best price.

Choose a monthly account
If you're happy paying your account in full on the 20th of each month and have a good credit history, this is your best option. Payment options at your disposal are:

  • direct debit
  • credit card
  • direct credit (bank deposit)
  • cheque


Prepay / pay as you go
Compass prepay is a great way of staying connected because it lets you pay as you go. That means you can move away from paying a lump sum every month, instead, paying smaller amounts as often as you like, to fit in with your cashflow.

Compass prepay is a bit like operating a prepay mobile phone, except you’ll always need to keep your account balance in enough credit to keep your fixed services like phone and broadband active as there is a daily cost associated with them.

When you choose to pay as you go, you won't be credit checked and you won't need to pay a security deposit. You just need to top up your account with enough credit to get started and keep it topped up.

On prepay, you'll get the same low prices as on account.

Easy payment options for paying as you go
Our most popular payment method for pay as you go customers is the Bill Guru payment card. You can use this handy card to top up in thousands of dairies and convenience stores throughout New Zealand. You can pay in store using any payment method the store accepts, including cash.

Compass prepay is a great way of getting and staying connected because it lets you pay as you go. That means you can pay as often as you like, to fit in with your income rather than paying a lump sum once a month.

How does it work?
When you're on prepay, you're getting our best deals and the same price as if you were on account. The difference is that you pay for your service in advance, at times and in amounts that suit your cashflow.

Any Compass service can be taken on prepay, from home phone lines to unlimited broadband and everything in between.

Staying connected
Once you're up and running, you just need to know when and how much to top up to stay connected.

We'll txt and email you any time your account balance runs low and give you plenty of time to top up. You can also check your account balance whenever you like using My Compass.

Convenient payment options
You can top up your Compass account in 4 convenient ways.

  1. Using your Compass Bill Guru top up card in over 2,500 dairies and convenience stores all around New Zealand. You can use any payment method the stores accept, when paying for your top up. You'll receive Compass top up cards for your household in your prepay welcome pack
  2. By purchasing a Bill Guru Cashpak (a generic top up voucher) from those same stores, and following our simple online instructions to redeem it to your account. Cashpaks come in denominations of $10, $25, $50 and $100.
  3. By credit card, online or over the phone 
  4. By direct credit into our bank account, using your account number as your reference

Getting started

To get your account started, you need to fund it and the amount you'll need depends on the services you'd like.

If you're switching existing services from another provider, you'll need an initial top up of at least $50.

For new connections, you'll need $100 to start and if you're purchasing a modem from us, you'll need an additional $100.

Topping up to get started
We offer 2 easy payment options to get you started.

  1. Purchase a Bill Guru Cashpak (a generic top up voucher) from over 2,500 dairies and convenience stores, and call us on 0800 648 888 so our sales team can allocate it to your account. Cashpaks come in denominations of $10, $25, $50 and $100.
  2. Pay by credit card by calling our sales team on 0800 648 888.


Staying connected
When you're on prepay, you'll always need to keep your account balance in enough credit to cover your fixed services like phone line and broadband for the next 4 days. If those services are disconnected because your account balance reaches zero, there's a cost to reconnect them.

Find your nearest dairy or convenience store for a top up.
Visit: Store Locator

Join Compass on prepay
Simply sign up online and select prepay as your account option. Have questions? Please don't hesitate to contact us.

No. When you join Compass as a pay as you go / prepay customer, you'll pay the same low prices as customers who pay monthly in arrears.

Use the Compass Bill Guru Account Top Up card to top up in thousands of dairies and convenience stores throughout New Zealand. Pay in store using any payment method the store accepts, including cash. Once payment is made your Compass account will be topped up immediately. A $1 transaction fee applies for each top up and will be deducted from your prepay balance. If you don’t have an Account Top Up card, call us on 0800 640 840 and we’ll send you one (or more if you are sharing the account/costs).

You'll find FAQs for Compass on account mobiles here.

Whether you need a new on account Mobile connection or have an existing number that you wish to transfer over to Compass, the process is quick and easy.

Add a new or existing mobile number

To add the Mobile service to your account, simply login to My Compass and send a Support Request to the Compass Customer Care team, including the following information:

  • New or existing number
  • Current provider (existing only)
  • Current provider's account number (existing only)
  • Current number (existing only)

Why Compass?

Great value
We balance cost with features and service to make sure we keep kiwis connected at the best prices we can offer, in as many places as possible.

We're here to help
If you need help with anything, you can call, email or live chat with us. We’re here 8am to 8pm Mon-Fri and 9am to 5:30pm Sat-Sun.

Switching to us
When you switch to Compass, you can expect us to work hard to connect you as quickly as possible and to keep you connected.

Fair and open
We will treat you fairly and be upfront with you. If something goes wrong, we will get it fixed for you as fast as we can.

Kiwi owned, kiwi operated
Every part of Compass is right here in New Zealand, from the customer care team who answer your calls and emails to the engineers who run our network.

Big enough to make a difference, small enough to care
We're big enough to own and run our own network but small enough that your experience really matters to us.